Webstaurant Store
reviews and complaints

We recently purchased the Galaxy CF20HC Commercial Chest Freezer - 19.4 cu. Ft. from WebstaurantStore on September 8th, 2022. We received the product on September 12th, 2022, and were excited to start using it. However, upon turning it on, we were disappointed to find that it was extremely noisy. The compressor made all sorts of unpleasant sounds, making it impossible to use. We contacted WebstaurantStore about the issue, but they refused to accept returns or offer any assistance.

Aside from the noise issue, we also noticed that the freezer was poorly manufactured. It was made in China, and the sheet metal was of low quality. There were many rolls, bumps, and trim that were not properly connected to the metal. The bottom of the freezer was also very thin, making it easy for anything to poke through it. These were not shipping damages, but rather clear signs of poor manufacturing. We would have been willing to overlook these issues if the freezer had operated quietly, but the noise was just too much for the price we paid.

We were extremely disappointed with the customer service we received from WebstaurantStore. They refused to take any responsibility for the product they sold us, and it felt like we were dealing with a one-way ticket online China reseller with zero customer service. We needed more freezers, but we were glad we only purchased one from this seller. If you order anything from this company and it fails within the first month, you will not receive any help. In our case, the freezer failed on the first use. We quickly learned how they support their product lines before ordering more freezers. We would have considered a replacement if it was not fixable, but given how they operate, it would be better to return the item and never do business with this kind of company again.

We were not surprised to find many bad reviews for WebstaurantStore. We are not sure how they are still in business with all these negative reviews. They should have been cut off from a merchant account a long time ago. This was our first and last purchase from them.

We also noticed that the freezer had scuff marks on the bottom, as if it had been used or moved before. After reading many reviews, we began to wonder if this was a return that had been reboxed and sent to us damaged. There was a small scratch on the front of the unit that had to have happened before boxing. We are concerned that WebstaurantStore may be collecting restocking fees and knowingly shipping damaged products. This is a good way to recirculate damaged goods and make a profit. It is clear to us that at some point, this unit was outside of the packaging and moved around. We will be speaking with Visa about this, as it seems to be a trend with this retailer.

I've been a loyal customer of WebstaurantStore for a couple of years now and have spent thousands of dollars on their products. However, my recent experience with them has left me disappointed and frustrated.

I purchased an Avanti brand countertop display freezer for around $750, but it arrived defective. I followed the instructions in the manual, but it still didn't work. I contacted their customer support and they sent me another unit of the same model, but that one didn't work either! To make matters worse, they also mistakenly shipped me a 100-pound box of freezer paper that I didn't order.

I called them again and explained that this was causing a lot of disruption to my business. I needed a resolution quickly because of lost sales and inconvenience to my customers. They told me that this was a known issue with this freezer and my options were to take a third replacement of the known defective unit or take store credit. Given the track record of two defective units, I decided to pass on a third replacement and asked if they could source a superior brand. Unfortunately, they couldn't do it, so I was left with store credit at a place where they knowingly sell defective merchandise.

Now, I have to buy a very expensive freezer from another supplier and also bear the significant financial and time-related costs of legally and properly disposing of two defective freezers. It's not going to be cheap. To add insult to injury, they were more than happy to send over a FedEx shipping label for the return of their mistakenly delivered freezer paper.

WebstaurantStore could have easily saved this relationship by doing the right thing, or perhaps by even arranging to have the defective equipment removed from my property. Instead, I have lost time, lost sales, a lobby full of defective freezers, credit I can't use, and an even more expensive freezer on the way from their competitor. I will never return to WebstaurantStore again.

I recently had an experience with WebstaurantStore that left me feeling frustrated and disappointed. I ordered a set of bowls from their website, but when the package arrived, I found that the bowls I received were not the same as the ones pictured on the website. I tried calling customer support, but I was stuck in an endless loop of automated options that led me back to the beginning every time I tried to speak to a representative.

Eventually, I was able to get through to someone using the chat console, but the three agents I spoke to were dismissive and unhelpful. They insisted that the item I received was the correct one, even though it clearly did not match the picture on the website. When I pointed this out, they told me that the picture was only for reference and that I was not eligible for a refund because the item was described as a set of bowls.

I was frustrated and confused by this response. How was I supposed to know that the item pictured was not the one I would receive? I asked the agents this question, but they were unable to provide a satisfactory answer. On the third try, I was finally offered a "one time refund exception," but the agent also told me that if I wanted to see what I was purchasing before I bought it, I should shop somewhere else.

This response was incredibly frustrating. I had trusted WebstaurantStore to provide me with accurate information and images of the products they were selling, but it seemed that they were more interested in making a sale than in providing good customer service. I cancelled my account with them and decided to shop elsewhere in the future.

One thing that particularly bothered me was that the incorrect image was still listed on the website, even after I had brought the issue to their attention. It seemed that they were not interested in correcting their mistake or providing accurate information to their customers. Overall, I was disappointed by my experience with WebstaurantStore and would not recommend them to others.

I recently had an experience with WebstaurantStore and unfortunately, it was not a positive one. I had made a mistake in my shipping address and needed to change it after my order had already been processed. According to their terms and conditions, carriers charge a reconsignment fee to update the shipping address. However, when I contacted WebstaurantStore about this issue, they never offered to send the items to the correct address. Instead, they told me that I needed to place a new order and pay for shipping again. To make matters worse, they said that it would take 6 weeks to refund the original purchase, and that they would deduct 30% from the refund.

I was extremely disappointed with this response and decided to file a dispute with my credit card company. It's clear that WebstaurantStore does not care about their customers or their businesses. As someone who services a lot of restaurants, I will never use them again. There are plenty of other parts companies out there that offer better customer service and are more reliable.

Overall, I would strongly discourage others from purchasing from this site. Their customer service is terrible and they do not seem to care about their customers. If you are looking for a reliable supply house, I would recommend going with another company.

It's a shame that WebstaurantStore has such poor customer service, as I'm sure they could be a great company if they put more effort into it. Hopefully, they will take this feedback into consideration and make some changes to improve their service in the future.

Long version: I recently had an experience with WebstaurantStore that left me feeling frustrated and disappointed. I was in need of some oddly sized racks for a particular use with limited space, and unfortunately, they were the only retailer that sold this specific size. I was hoping for a smooth and easy transaction, but unfortunately, that was not the case.

I encountered numerous issues with their online checkout process that spanned multiple days, multiple machines, and multiple browsers. Each time I attempted to place my order, I was prevented from doing so. When I clicked the checkout button, it would simply grey out with no error message provided. After speaking with their support team, I was informed that my card was declining and was advised to speak with my bank. I followed their advice and verified my information both with my bank and on their website, but I still encountered the same issue. Despite trying all of their support team's tips and tricks, I was unable to place my order that week.

The following week, I attempted to place my order again and was finally successful. However, I encountered another issue with their website. There was a bug that prevented me from changing my shipping address information directly. Instead, I had to go through the billing address and then make the necessary changes. This was a frustrating and time-consuming process, but I eventually completed my order.

Unfortunately, my confirmation email showed that my order was being shipped to the wrong address - the billing address instead of the shipping address I had provided. This location was over an hour away from where I needed it to be delivered. I immediately emailed their support team to request an update to the correct address, but I never received a response (even after checking my spam and junk folders). I then tried to use their chat bot tool, but I was disconnected twice before finally receiving a resolution. However, even then, I was only told that they "might" be able to reroute my package to a hub.

During my chats with their support team, I never confirmed that I wanted my package shipped to a hub before being disconnected. On my third attempt, I finally spoke with someone who said they could contact FedEx the following day and email me with updated routing information to a hub in my city - which was only about five minutes away from my desired location. I confirmed that I wanted my package shipped to that hub, but I never received those emails despite providing three separate email addresses.

In the end, four out of five of my packages were shipped to the billing address, and only one was shipped to a hub in a completely different city. This meant that I had to travel an hour both ways to pick up my packages, which was a major inconvenience. I was disappointed that none of the support professionals I spoke with took any urgent action to resolve the issue, and I ultimately had to change the physical layout of what I needed the racks for just so I could avoid purchasing from WebstaurantStore again.

Overall, my experience with WebstaurantStore was frustrating and time-consuming. If you can find what you need elsewhere, I would recommend doing so to avoid the potential headaches that come with their online checkout process and customer support.

I recently had an experience with WebstaurantStore that left me feeling frustrated and disappointed. I attempted to contact their customer service via phone, but was unable to find a number listed on their website. Instead, I was directed to a chatbot. After several attempts, I was finally able to speak with a human representative.

I explained that I had made a mistake and ordered the wrong item. I was willing to return it, but was hoping for some assistance in finding the correct item. Unfortunately, the representative simply quoted company policy and offered to process the return. I have had several negative experiences with WebstaurantStore in the past, including receiving damaged or incorrect items. Despite this, I continued to give them the benefit of the doubt and remained a customer.

However, this experience left me feeling frustrated and undervalued as a customer. The return process was going to cost me over two and a half times the original shipping cost, plus a 20% restocking fee. When I pointed out that they had kept my sales tax on the original purchase, they offered to adjust the return slip. It made me wonder if they would have kept it if I hadn't noticed.

Ultimately, I decided to keep the item and sell it myself on eBay or Amazon. While WebstaurantStore may offer great prices, their lack of customer service and willingness to take responsibility for their mistakes is unacceptable. I believe that when a company messes up, they should apologize and make it right. Unfortunately, that was not the case with WebstaurantStore.

I recently placed an order for some floor mats from WebstaurantStore. The delivery arrived in a timely manner, about a week later. However, when I opened the first box, I was disappointed to find that it was not what I had ordered. The material, color, and size were all wrong. The manufacturer's label on the box correctly identified the product inside, but it was not the product I had ordered. The stock number was different, and the price was only a third of what I had paid for the item on the Webstaurant site. To make matters worse, the FedEx sticker had my name and address, but the manufacturer's label indicated that it was for the "Snake Oil Cocktail Company" in San Diego, CA. I live in Wisconsin and do not own a business by that name.

I contacted their chat support this morning, as they were offline when I received the boxes yesterday. The representative I spoke with was pleasant and asked for pictures of the items. He then sent me an email, to which I attached pictures of the item and the manufacturer's label. I made it clear that I wanted FedEx to pick up the boxes, as I did not want to have to transport eight large boxes to the shipping place. I also did not want to pay restocking or shipping charges, as this was not my error or my problem.

Initially, I considered accepting the shipment and asking for a price adjustment, as I could live with the wrong material and color. However, the size was also wrong, and that was something I could not make work.

I received an email from Webstaurant telling me that I would receive further information by email on the situation no later than 3:00 p.m. EST on Wednesday. However, I did not hear anything from them by that deadline. When I contacted them later in the evening, I was told that they had not heard back from the manufacturer yet. They promised to contact me no later than Friday at 6 PM EST. I questioned why my refund/exchange should depend on Webstaurant's contact with the manufacturer, as I did not buy from the manufacturer. The name on my invoice and credit card bill is WEBSTAURANT. However, I was told that that's just the way it is. I believe that a reputable company would get started on making things right rather than delaying and pushing the responsibility off onto another party.

I responded to Webstaurant's reply to this review, but I have not received a reply to that either.

I did receive a response on Friday, later than promised, but at least it was a response. The company says they have initiated a full refund, which will take 4-5 business days to show up on my credit card. I will post again with the results of this most recent communication.

Regarding the refund I was promised in an email last Friday, I am seeing what appears to be a second CHARGE in the "pending" section of my credit card account rather than a refund (no minus sign before the dollar amount). This same email promised that I'd be contacted by 7/6 with info on return shipping of the items I was shipped in error. It's 7/7, and I've heard nothing on the shipping.

On 7/7, I emailed regarding the info I was promised would be sent by 7/6. It is 7/8 today, and I don't have either the info or a reply to my email. I have not received a refund either. It has been 11 days, and I am still out nearly $400. Nothing has happened to actually address the problem.

I recently had a disappointing experience with WebstaurantStore. As a long-time owner of five restaurants, I have spent tens of thousands of dollars with this company. However, when I was hospitalized and comatose with a low chance of survival, my credit card expired and I was unable to renew it. As a result, I was overcharged $200 for shipping. When I reached out to the company for help, I was met with a total lack of compassion and understanding. It felt like I was talking to non-human robots who were only able to follow procedures and couldn't comprehend my unique situation.

Despite my loyalty and history of spending with the company, they were unwilling to adjust the shipping charge or show any consideration for my circumstances. Instead, they were happy to lose a customer and cancel a large order, all while still losing the disputed shipping charge. It was clear that following procedures was more important to them than anything else.

In addition to this experience, I also had trouble with shipping, tax exemptions, and a lack of communication about my subscription ending. When I tried to cancel my order, I was met with more difficulties and was ultimately forced to dispute the charge with my bank.

Overall, my experience with WebstaurantStore was disappointing and frustrating. As a customer who has spent thousands of dollars with them over the years, I expected more compassion and understanding. Instead, I was met with a total lack of consideration and a focus on following procedures above all else. I would caution others to be wary of this company and their lack of customer appreciation.

I have ordered from Webstaurant before with great results. So when I saw some lab coats that I was searching for on their site, I didn't hesitate to place my order. My staff usually takes a medium size, but because we are aware of size fluctuations, I ordered Large. When we received them, I had someone try them on. They were marked "Large", and which would have been accurate if the person was a child. None of us could get the coats on. So I went back online and initiated a return. The system rejected my return and indicated that I would need to speak with customer service. I entered into a live online chat. After explaining my problem, I was told that I could return the coats with a 30% restocking fee plus shipping. In other words, it would cost me more to ship them back than what I paid for them. When I objected to this, because their defective sizing was not my fault, she then offered to "split the restocking charge". See pic. I ended the chat. Soon afterwards I received a marketing email from Webstaurant. I went back into the chat and asked to be removed from any future contacts. The same rep then said she "would waive the restocking fee this one time" but I would still have to pay shipping. I basically told her to pound salt, and we would eat the loss and not do business with them again. I am posting this review everywhere possible.

On 8/29/18 I placed an order with them for a vacuum packaging machine and some bags. Before placing order I contacted company and was assured items were in stock. When package arrived I only received bags, no machine. I immediately contacted company and was told machine was in the shipping dept. now being packaged for transit and that I should receive shipping confirmation on 8/31/18. I never received shipping confirmation but instead receive email on 9/1/18 stating item was out of stock with no date of when they expect to item back in stock. Mind you the company charged my credit card for the entire amount of the order. I contacted customer support to ask what happened. I was told at time of my order item was in stock at Georgia location but due to logistics my order was routed to Nevada warehouse which did not have item. I can request item to be shipped from Georgia location but it would take another 10 days or so to complete. I asked why was I told inaccurate information and why was my order not routed to warehouse that actually had product. I was told they have no control of logistics and had no answer for why I was given incorrect information. I canceled order and was assured a credit would be issued in 48hrs to my account. It has now been 4 days and no credit has been issued. I contacted customer service on 9/6/18 and was told they do not see credit being issued and will research and get back to me. I do give them credit for having the chat feature on there site but the information provided at times was less then accurate. Be wary of their warehouse issues and don't trust their webstore to provide accurate information about what is available.

Update, I received email from customer service today 9/6/18, that in fact no credit had been issued as previously stated by customer service. The new representative did state that he process the credit and it should appear on my card in the next 1-3 days. I would like to believe him but the companies track record so far has been less then stellar when it comes to telling the truth.

I paid for an expedited shipping to get the items as fast as possible. But instead of promised 3 days, I received them only 9 days later.
Thanks for shipping, but don't you think that it took too long?
I called them to find out what happened and was hoping to hear a reasonable answer to justify them because I liked this company, but unfortunately, they said something scripted and wished me to have a good day and then simply hung up on me...

oh for god's sake, people, do you really think they care about your issues you have with their websites and orders? Of course not.
I've been with them for a while and know them well. First of all, they are really unreliable, the items are not worth the money, have a bad quality. Iа you didn't like something, the store would take an additional hidden fee for something they will make up later.
And so on and so on. Many things have to be improved...
But for now, I can advise just one thing: stay away and don't waste your money.

Ordered a oven ignitor, delivered broken. In a chat they said it was broken by shipper. I disagreed and stated the facts. Sent photos as requested. Now the say the broken pieces where to mount the ignitor. I send them back a photo of the broken one next to the one I took out of my stove. Their story changes again that I ordered the wrong ignitor. The labels on the ignitors match manufacturer and part number, also got part number directly from stove manuf.
1. the keep changing what's the issue rather than sending me a new part.
2. refuse to refund my money
3. Now I am refuting the charges with PayPal. to get a whopping $107.00 back

If I could rate this company a negative I would. Do not use paypal use a credit card cause I think Paypal will side with them $$$$, even though I provided them copies of chat text, photos and emails.

If you do order from them I figure their buying damaged goods and getting the money from the shipper as damaged in transit, or not refunding people's money.

This was partially my fault for not thoroughly reading the product description. I found them on google by searching "covered serving tray". The google shopping ad pictured a covered serving tray. The landing page also featured the same picture, of a covered serving tray containing pastries, with other detail pictures. So I ordered two. When I received them, they did not include the trays. I contacted customer service via chat, and their response was "sorry for the confusion, but you should have read the product description more thoroughly. They offered no further solution. In my opinion, a picture containing items not included in the sale should not be used as a main product picture. I think their selling practices are intentionally deceptive.

I bought one item from the company www.webstaurantstore.com. However, the company has sent me opened box and the order didn’t look as new. I emailed the seller and told that I wanted to return the item, but this guy asked to pay 30% for restocking. I was shocked, because the sum wasn’t small. I searched for more information, but nothing was posted on their website. I wouldn’t do business with them!

I ordered a large table top, carnival style, popcorn popper from this site. I tried the popcorn popper one time only. It did not produce the quality of popcorn that was described on the site. I followed the directions exactly as described, and the popcorn it made was just awful. The popcorn kernels that I used were brand new and had just been bought.
Per the instructions, I used clarified butter in the popper. I used the included scoop to measure the popcorn. I followed the instructions exactly and also watched the video on their website. It tasted terrible and the texture was like styrofoam or thick paper and very difficult to chew. I’ve made popcorn on the stovetop with these same ingredients and it turned out just fine.
I cleaned the entire machine and put it back in the original packaging. I then contacted the WEBstaurant Store asking for a full refund, including shipping. Their customer service then contacted thier warranty department to look into it further in order to see if there the actual unit could be defective. They determined that the unit was not defective and they would not issue a refund.
They said that sometimes you have to use different popcorns or oils to get desired results. The user manual does not recommend a certain brand of popcorn or oil. The only ingredient recommendation is that clarified butter should be used instead of regular butter, but any type of oil is acceptable. I used new popcorn with clarified butter.
They said that I could ship the unit back to them (at my expense) so that they could inspect it. If they found it to be defective they would issue a credit. However, if they found the unit to be in working condition, they would ship it back to me at my expense. This is a large item. Shipping it to them, and them possibly shipping it back, would be very expensive. Since they had already guessed that it must have been the 'type of popcorn' that I used, I did not have confidence that their biased warranty department would decide that the unit was defective.
I used the product exactly as stated in the user manual and did not get the results that were advertised. I am left with a giant $150 paper weight and I feel as if I've been robbed.

I purchased brandy snifters which were suppose to be 5.5oz, according to description online. Upon receiving I immediately recognized that they were rather small. I did a comparison with another glass that was smaller. The smaller glass was 4.75oz. In no way are the purchased glasses 5.5oz. After contacting them and sending pictures of the comparison, they offered a refund. The refund would be minus 30% restocking plus shipping costs. I warn you not purchase anything from this company...

Webstaurant.com is A REAL SCAM they taking advantage of individual that buying their STUFF ONLINE. They are sold me a USED SALAD SPINNER. very disappointed. I have to wait before forever before they probably exchange my salad spinner but who knows when I am going to received my product that I bought new from their websites.

I AM NOT GOING TO KEEP THE USE ONE THAT I BOUGHT A NEW PRODUCT FOR MY KITCHEN PERIOD. IS ANYBODY AGREE? They took my money right away and now they have to think and I have to wait for my salad spinner.
I told them I need my salad spinner . Your product is on the way can you mail me a new one. They told me they have to study with it when they got it so I would not get my product that i bouhgt from them. I would not be here writing if I got what I expected for in return. They tried to Take advantage of me because I am not going to use the product or I DO NOT HAVE restuarant I am just an individual wanted to have a better stuff of what I have.

Here's my story, I was looking for a good WOK at a low price to replace my broken wok which I had for over 30 years. So I decided to go on web, since I'm pretty busy at work, I didn't have time on the weekend to feel out cookware. Anyway I saw that this website advertise for hand hammered wok 14inch for about 10 bucks. Okay it looked pretty good the picture on the website, but it was also deceiving in the size. So anyway went ahead an ordered the items, a 14 inch wok, and a cooking spoon that's similar to a spatula. So I proceeded to click on the estimated shipping calculator and at first I didn't notice anything wrong but later I would find out it was a little shady. Anyway. I was just ordering those 2 items, then it gave a shipping price of about 8 bucks. I thought it was not too bad, then it did something weird, saying something about my address not being a business site, so they tacked on 3 more bucks totallying to almost 12 dollars, I said WTF. And thought about I don't have time for this, ill just order it and get it over with. Okay at this point I was not aware of anything yet, so I got the package last week, pulled it out, and noticed that the wok was smaller than advertised on the website. So I contact thru their chat system and asked for an exchange, to my surprise they do exchanges and even better, they told me that I needed to ship back the wok at my own cost and also they would charge me a 30% re-stocking fee. I was thinking WTF! I was thinking you guys out of your minds!?!?! I never heard of a 30% restocking for a return! Anyway I thought about and decided I needed to take action against this fraud, first they shipping calculator was misleading, then the policy with only returns + restocking fees is even more ridiculous! And in all this time I just only wanted and exchange of a unused brand new 14 inch to a 16inch. I just don't get it, they're excuse was that they're a small shop and that they don't make enough money to cover the costs. That's a load of crap. They make plenty of money, that's just an excuse to force you give them back their product and lining their cheating wallets with more money. You know they're a bunch of expensive cold fusion web developers who think that their hot [censored] and decides that people are too stupid to not notice this scam. And they have the audacity to tell me its my fault because I picked the wrong size so they're punishing me for making a mistake! So please do not buy from these scammers. And fight for your rights!

I ordered two Comark thermometers that they had pictured and described on the website.
They sent me two thermometers that were not COMARK. They were not better than the COMARK and they were not similar to the COMARK. There was a description of the thermometer they were supposed to send. The ones they sent instead of the COMARK did not match the description on the website. I consider this FALSE ADVERTISING.
I contacted customer service regarding this issue. They stated "we have many suppliers we get our products from, you don't always get what is shown in the picture" I stated " not only was it not as pictured, it was not as described". Customer service said they would send out the correct ones. I stated, "Oh, so I will get the COMARK thermometers then? " Customer service could not guarantee that I would get the COMARK brand thermometer.
I said "the only reason I ordered them is because I wanted the COMARK brand, as shown and described in your ad. If I can't get what I ordered or what you show and describe, I would rather just return these, and get what I want somewhere else". Customer service said okay, she would get a return authorization number, and information on sending the items back. She was to e-mail me the information. I said "Will I get a FULL REFUND including shipping?" Customer service said "YES"
The RA# was e-mailed to me with directions to return the items. In the directions it stated that I would have to pay my own return shipping. It also stated that I would be credited only for the cost of the items returned minus 20% restocking fee, and not the freight of $9.53 that they charged me to send them.
I contacted customer service again, before I returned the items, stating my concerns about the return policy.
Customer service stated "that is just a computer generated return policy". She assured me that I would get a FULL REUND including their shipping cost.
Okay I returned the items. It only cost me $2.43 to return the items, and that was with a "Delivery Confirmation Receipt" from the Post Office. They charged me $9.53 shipping to send the items. Figure that one out.
So, it took two days for them to receive the items. They just e-mailed me a notice that said they recieved the items, and they would apply credit to my credit card. The credit they were applying was only the cost of the items, not the shipping! WHAT?
I contacted them twice about the shipping cost credit. Both times I was assured I would recieve the FULL CREDIT.
This company is a RIP-OFF!
They FALSE ADVERTISE and they LIE!
DO NOT DO ANY BUSINESS WITH WEB-Restaurant Store!